Aftersales Management: Creating a Successful Aftersales by David Brock

By David Brock

Aftersales administration explores intimately the giant amount of cash wasted within the retail each year on badly controlled after revenues procedures, and appears at how one can precent this taking place. What occurs after a sale if difficulties ensue? How are they dealt with, and what strategies could be utilized to ensure that they're handled affordably for the corporate, whereas even as bettering customer support and extending sales?Aftersales administration units out the criminal place on shopper rights, and explains to readers precisely what clients wish, what salespeople wish and the way those wishes impression on groups in the remainder of a retailer's corporation. The e-book additionally discusses the main elements of implementation, displaying find out how to deal with key stakeholders, either in the company (ie many of the enterprise capabilities and departments) and outdoors (such as brands and suppliers).With sensible examples to teach simply how a lot of a saving could be completed if alterations are made, the booklet demonstrates how one can create a workable aftersales proposition - from coping with the implementation, via making the mandatory adjustments, to keeping directly to the earnings as soon as made.Complete with actual examples drawn from a large choice of events and sectors, Aftersales administration offers readers the fundamental details had to create and enforce a winning aftersales proposition, whereas decreasing charges, bettering customer support and extending revenues.

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Extra info for Aftersales Management: Creating a Successful Aftersales Strategy to Reduce Costs, Improve Customer Service and Increase Sales

Example text

In my experience most customers start off indignant, then become frustrated before getting just plain angry. The themes are, however, common throughout. They are confused about what to ask for, they are even more confused about what to expect and they usually have very little idea about their actual rights. They rarely read the fine print (whether it is fair or not) and they almost never read consumer guides, apart from magazines like Which? (and the Consumer Association is certainly not infallible).

Use the advice of close friends and family to decide what is right, not just colleagues at work who in their own departments may be cocooned from the realities of Mr and Mrs Angry. Finally, if you cannot convince yourself or your close family then the line of argument you are following is probably not realistic and you should take another look at what it is the customer really needs to resolve his or her problem. 4 What do customers want? ’ The answer is generally very simple – a good-quality product, and to be treated fairly if there is a problem with the product.

However, they do not buy their gas from British Gas because the service is good; this is normally for another reason such as price. Indeed the price question is one that is both central to and often the cause of aftersales issues. Without question, most customers are driven by price to a greater or lesser degree. However, as is explored several times in this book, this often encourages the buying-in of lower-quality goods that are as a consequence more likely to fail. In turn this usually generates smaller cash margins which means that there is less money available to spend on putting the problems right!

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